Customer Service Manager

Goodwill of Central and Northern Arizona•Greenfield, MA

5d•Onsite

About The Position

The Customer Service Manager oversees and leads the sales floor to achieve sales goals for Goodwill of Central and Northern Arizona and its affiliated entities. The role directs daily sales-floor operations, leads the team, and drives business results. A key focus is building, leading, and retaining motivated, high-performing teams through effective leadership of Retail Sales Associates. The position manages store operations, customer service, inventory, paperwork, sales transactions, team development, performance management, and compliance with company policies and applicable safety requirements. The manager may be transferred to different stores based on business needs and may assist with tasks such as bank deposits, support at other stores, and training and development classes.

Requirements

One year of customer service experience is required.
Proficiency in Microsoft Office Suite.
Ability to pass a background check and drug screen, where applicable.
Ability to speak and read English proficiently.

Nice To Haves

One year of work experience in retail management.
High school diploma or equivalent.

Responsibilities

Execute the retail operations plan to achieve daily, monthly, quarterly, and yearly profit, revenue, and production goals for a retail store.
Make decisions about day-to-day retail operations within the defined work area.
Conduct new-goods inventory and ensure proper reporting.
Reconcile and balance daily paperwork.
Ensure Team Members provide excellent customer service to donors and customers.
De-escalate customer situations, find appropriate solutions, and involve upper management as needed.
Manage daily store operations while meeting Team Member and customer needs.
Ensure store locations are clean, well-kept, and appropriately reflect the Goodwill brand.
Transfer to different stores as needed due to business needs.
Oversee daily sales-floor operations, including maintenance, custodial duties, and floor standards.
Mentor and train Retail Sales Associates and ensure Team Members follow company standards and procedures.
Ensure compliance with policies and procedures relating to security, health, and safety; coordinate with Goodwill divisions and support changes needed to meet statutory requirements and minimize risk.
Perform tasks as needed, such as dropping off bank deposits, helping at other stores, and attending personal training and development classes.
Process complex sales transactions, including customer returns.
Collaborate with store leadership to establish a clear company vision and ensure Team Member engagement.
Manage Team Member performance, including coaching, discipline, performance improvement plans, annual reviews, staffing, compensation, and development.
Provide regular mentoring, training, and coaching to develop Team Member skills.
Support company culture change efforts and change management processes.
Model Goodwill Core Values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Perform other related duties as assigned.